Cross-channel Customer Service Dashboard

You’ve implemented a cross-channel strategy, streamlined your processes and IT, and fully geared these towards the needs and experience of your customers. At least, that’s what you think. But how can you be certain that the strategy and approach you’ve taken will work well in practice?

Insight into KPIs cross-channel customer service

In order to measure the performance and progress of your cross-channel strategy, you require insight into your performance so that you can actively adjust operational processes. Which channels are performing well? Which aren’t performing as well as you’d like? What are the lead times? Is the customer journey being tracked according to the plan you outlined?  

The Cross-channel Performance Dashboard displays all the relevant information in real time. Easy, transparent, visually appealing and tailored to your role within the organisation.

At a glance, the dashboard gives you insight into a number of attributes, including:

  • Lead times (requests / processing / consultancy)
  • SLAs
  • Inflow and outflow
  • % lead time within / outside of the norm
  • Failure + type
  • Conversion
  • NPS (Net Promoter Score)
  • Effectiveness campaigns

 

Cross-channel-dashboard

Adjusting the strategy and consultancy process

We will work with you to set goals and define the most important control variables. Once the dashboard has been designed and is connected to the relevant information systems, we will implement the In-control Dashboard. It will subsequently show the progress and enable you to initiate, follow and complete activities in order to regulate the strategy and the consultancy process.

Complete consultancy chain

The dashboard reports on the complete consultancy chain, from induction to management. It is populated with information from different systems (including CRMs such as Salesforce or Elements, and consultancy systems such as Figlo).